Position Title:                                    Community Consultations and Referrals Officer

Number of posts:                              1 Post

Reports to:                                         M&E Accountability Coordinator

Supervision of:                                   CCR Technical Assistants and CFM focal points

Duty station:                                       Sittwe office (with some responsibility over Maungdaw Office), Rakhine State

1. Role and responsibilities

The following is a brief description of the role.

Generic responsibilities 

1. Ensure compliance with NRC policies, guidelines, and standards.

2. Ensure compliance with complaints and referrals handling strategy, tools, handbooks, guidelines and standards.

3. Specific technical responsibility for implementation, quality control, monitoring, documentation of the complaint mechanisms, Community Hotline, and the referral system.

4. Specific technical responsibility for the coordination with respective implementation partners internally or externally, updating the contact list, information awareness raising, developing IEC materials and dissemination plan

5. Provide specific technical support and capacity building on the complaint mechanisms, Community Hotline, and the referral system towards project staffs.

6. Provide specific technical analysis and feedback on the accessibility, effectiveness and efficiency of the complaint mechanisms, Community Hotline, and the referral system to NRC representatives in coordination forums.

7. Assess, promote, and document ideas for technical improvement and further development options of the complaint mechanisms, Community Hotline, and the referral system.

8. Promote the rights of IDPs/returnees in line with the advocacy strategy.

Specific responsibilities 

• Support the set-up or the upgrade of the complaint and feedback mechanisms within the geographical area of responsibility, in line with NRC Myanmar Complaint Feedback Mechanisms Standard Operating Procedures (SOPs), Community Hotline (SOP) and related tools.
• Contribute to raising the knowledge of the complaint and feedback mechanisms and Community Hotline among the Core Competency (CC) Teams in the area/field offices, as well as among implementing partners and/or external stakeholder and among beneficiaries and target communities.
• Support the development of gender- and age-sensitive awareness materials on the complaint feedback mechanisms and Community Hotline and monitor the accessibility, effectiveness and efficiency of the complaint feedback mechanisms and Community Hotline in coordination with line manager.
• In coordination with CCR Coordinator and Team Leader, ensure that adequate referral pathways at the area/field offices level are operational and regularly updated and responsible for handling and following up the referral cases.
• Undertake the mapping of the services available within the geographical area of responsibility and assist the development of procedures and tools for internal and external referrals, data entry into the relevant databases, documents are safe manner.
• Consult beneficiaries and target communities for feedback on the complaint feedback mechanisms, Community Hotline, and the referral system in place, as well as for identifying emerging protection issues in line with data protection and information sharing protocols.
•   Prepare periodic analysis and reports, and attend meetings as required, provide technical supports to Community Hotline Focal points and CFM mobilizers and providing the training if needed
• Maintain relations and collaborate with the M&E Officers in the other area offices, as well as with relevant focal persons of other agencies or organisations at the area office level, so as to promote consistency, and benefit from lessons learned and best practices.

1. Competencies 

Competencies are important for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following three categories:

1. Professional competencies 

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies for this position: 

• Experience from working directly with affected/local communities within an international or local organization in a humanitarian/recovery context.
• Previous experience of working in complex and volatile contexts.
• Previous experience in handling complaints and/or referrals is desirable but not essential.
• Basic knowledge and understanding of international standards, and protection fundamental concepts and guiding principles, is desirable but not essential.
• Documented results related to the position’s responsibilities.
• Mastery of IT tools (MS Office, excel, internet, e-mail, etc.).
• Fluency in local languages
• Fluency in English, both written and verbal
• Expect to abide by Code of Conduct, education, and security policies within NRC.

Context related skills, knowledge, and experience (shall be adapted to the specific position):

• Bachelor’s Degree from any recognized university
• Advanced English and computer skills, communication skills, adaptable and resourceful
• At least 2 years work experience in complaint feedback mechanism and Community Hotline
• Experience with managing the activities and staffs.
• At least 2 years working experience in general management with international NGOs, UN agencies or government.

1. Behavioral competencies 

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, and the following are essential for this position:

• Managing resources and achieving results
• Handling insecure environments
• Working with people
• Coping with change